ITPEC FE Morning April 2018 Question 56
ISO/IEC 20000-1:2011 requires the application of the methodology known as “Plan-Do-Check-Act” (PDCA) to all parts of the Service Management System (SMS) and the services. Which of the following is an activity that is included as a plan in SMS?
Explanation
Creating a framework of authorities, responsibilities and process roles — defining who is responsible for what is part of planning the SMS.
ISO/IEC 20000-1:2011 (clause 4.5) applies PDCA to the SMS itself:
- •Plan: establish the SMS plan, with the service management objectives, requirements, the framework of authorities, responsibilities and process roles, and the resources needed
- •Do: implement and operate the SMS, including allocating and managing funds and budgets
- •Check: monitor and review, with internal audits and management reviews at planned intervals, keeping records
- •Act: maintain and improve, by planning, implementing and reporting approved improvements
Answer (b)
Why not others:
- •(a) — management reviews at planned intervals, with their records, belong to Check (monitor and review the SMS)
- •(c) — planning, implementing and reporting approved improvements is Act; the word "plan" in the option is a trap
- •(d) — implementing and operating the SMS, including the allocation and management of funds and budgets, is Do
Key rule: Plan defines the SMS (objectives, roles, responsibilities), Do runs and funds it, Check reviews and audits it, and Act carries out the improvements.
Service Management · AI-written, may contain errors
This question comes from an official ITPEC past paper. ITPEC Practice is an independent study tool and is not affiliated with ITPEC. See the official FE past-paper collection or Report an issue.